Intake and Performance Operations Manager - USDS

The UDSD JV Trust & Safety Operations team is responsible for executing and overseeing day-to-day Human moderation activities. Our mission is to transform moderation from a labor-intensive process into a data-driven, system-powered operation that balances efficiency and accuracy, enabling TikTok to become the most trusted platform.

About the Role

The Planning and Performance role serves as the business planning and performance management function within Operations Excellence and Automation (OEA). This role is responsible for translating business priorities, operational intakes, and performance gaps into clear plans, measurable targets, and structured follow-through. It acts as the front door for operational priorities while also owning the performance logic that ensures the organization focuses on the right problems and drives accountability against results.

Responsibilities

• Lead intake and prioritization of operational pain points and business needs with the corresponding Lines of Business (LoBs), translating them into structured workstreams.
• Define planning frameworks, target logic, success measures, and performance baselines in partnership with Ops leadership and cross-functional stakeholders.
• Establish and run performance governance mechanisms, including review cadences, variance tracking, issue escalation, and action follow-through.
• Identify performance gaps, operational risks, and emerging business needs, converting them into clear recommendations and intervention plans.
• Drive alignment with the corresponding LoB leaders, Workforce Management (WFM), QA, Reporting & Insight, and other partners to ensure plans are executable.
• Embed both Operational Excellence and Automation thinking into planning and performance management by identifying opportunities to simplify workflows and improve scalability.

Minimum Qualifications

• Experience: 5 years (for Senior role) and 3 years (for Junior role) in operations, business planning, performance management, strategy & operations, or related operational leadership functions.
• Problem Structuring: Demonstrated ability to break down complex operational issues into clear problem statements, decision frameworks, and actionable priorities.
• Stakeholder Management: Proven ability to work across senior stakeholders (Ops leaders, WFM, QA, Product, Policy) and drive alignment on priorities and performance actions.
• Business Judgment: Strong judgment in prioritization, trade-off management, and distinguishing strategic opportunities from reactive or low-value requests.
• Communication: Ability to communicate clearly in leadership settings, presenting risks, decisions, and performance narratives in a structured way.

Preferred Qualifications

• Experience in Trust & Safety, large-scale operations, or high-growth platform environments